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Senior Customer Journey Specialist
vor 4 Monaten
You will be tracking all points of customer engagement, addressing customer journey issues, and identifying ways to improve our customer experience.
To ensure success as a Senior Customer Journey Specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in subscription-based businesses or similar. A top-notch Customer Journey Specialist will be someone whose expertise results in excellent customer relationship management.
Primary Responsibilities:- Mapping and documenting the overall Customer Journey. Create detailed maps of the customer's journey across all touchpoints and channels.
- Develop comprehensive documentation to visualize and communicate the journey stages, interactions, and customer emotions.
- Analyze customer needs, interactions, and feedback to identify friction points and challenges within the journey.
- Conduct research to pinpoint critical pain points that affect customer satisfaction and retention.
- Collaborate with cross-functional teams to brainstorm and design solutions that address identified pain points.
- Develop and present actionable recommendations to improve the customer experience, backed by data-driven insights.
- Utilize data analytics tools to gather and interpret customer data, providing insights into behavior and preferences.
- Work with IT developers, as well as the product, retention, marketing, merchandising, and acquisition tjourney and services and brand awareness.
- Developing and aligning customer journey strategies with marketing and product initiatives. Taking proactive steps to maintain positive experiences.
- Monitor and measure the impact of implemented solutions, documenting them and optimizing them as necessary.
- A bachelor's degree in marketing, communications, business management, or in a related field preferred.
- At least 5 years' experience as a Customer Journey Specialist, or a similar Customer experience Specialist role within the digital field.
- Extensive experience in gathering and interpreting customer journey information.
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office, as well as CX and CRM software.
- Exceptional interpersonal skills
- Strong analyticalskills.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
